V2 Rubric Detail — dda3aab0-797f-11f1-8…

Generated 2026-07-18 01:05 UTC

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Call Start
2026-07-06 21:15
Duration
28m 55s
Contact
Hector Rivera
Issue Type
Router Setup
V2 Outcome
Successful Resolution
V2 Band
Meets / Exceeds

Agent & Case Context

Agent
Aysah Bagumbaran
HappyFox Case
#LTS00136081
Support Country
United States
Product Family
MESH SYSTEMS
CSAT
—
Sentiment Trajectory
—
Ticket subject: MX6200 reconfiguration

V1 Rubric Scores

Resolution5.00/5
Accuracy5.00/5
Communication5.00/5
Protocol5.00/5
Efficiency5.00/5
Overall5.0/5

V2 Rubric Scores

Resolution5.00/5
Technical3.12/5
Communication5.00/5
Ownership5.00/5
EscalationN/A
Customer Exp5.00/5
Overall91.7% (-8.3)

V2 Grader Summary

The agent successfully guided the customer through resetting and adding the MX6200 mesh nodes, resulting in all nodes showing solid white and the Wi‑Fi name/password updated. The call was well‑controlled, empathetic, and technically accurate except for a minor LED‑color mistake. No auto‑zero triggers are present.

V1 Case Analysis

Successfully re-added two MX6200 child nodes via Linksys app and renamed Wi-Fi SSID/password. All nodes solid white, customer confirmed connectivity and excellent signal strength.

Troubleshooting Steps
  • Instructed customer to place child nodes near parent and reset the blinking red node (factory reset).
  • Guided customer through the Linksys app to add nodes, confirming solid blue state before proceeding.
  • Walked customer through renaming Wi-Fi SSID and password, explaining expected disconnection and reconnection behavior.
  • Confirmed successful node integration and new network visibility with customer.
Key Observations
  • Agent correctly followed the documented procedure for adding child nodes to an MX6200 mesh system via the Linksys app, as per universal_mesh_full_rebuild.md Section B.
  • Accurately interpreted LED states: solid blue = ready for setup, blinking white = pairing in progress, solid white = online and working.
  • Correctly explained that changing Wi-Fi name/password causes temporary disconnection and requires reconnection to the new SSID.
  • Accurately interpreted 0 dBm as excellent signal strength, consistent with professional Wi-Fi diagnostics (maximum possible signal).
  • Customer confirmed resolution by connecting to the new network and reporting signal strength.
Positive Highlights
  • At [09:00], agent correctly identified the blinking red light as a sign of failure and instructed a factory reset, aligning with universal_factory_reset.md for MX6200.
  • At [10:00], agent patiently waited for the node to reach solid blue, ensuring proper setup state before proceeding, per KB guidance.
  • At [11:00–15:00], agent clearly explained the node addition process, confirmed detection via blinking white, and validated success with solid white — all consistent with LED Quick Reference in universal_mesh_full_rebuild.md.
  • At [18:00–22:00], agent accurately guided SSID and password change via the app and correctly explained the reconnection requirement, preventing confusion.
  • At [24:00], agent correctly interpreted 0 dBm as excellent signal strength, demonstrating strong technical knowledge.
  • Call ended with full confirmation of resolution and positive customer sentiment, indicating high satisfaction.
Agent Errors / Gaps

None recorded.

V2 Indicator Ratings

Resolution
R1 Met Issue actually resolved conf 98%
Customer confirms all three nodes are solid white, Wi‑Fi name changed and says “everything is good now.”
R2 Met Diagnostic thoroughness conf 95%
Agent walks customer through resetting the blinking‑red node, waiting for solid blue, then adding nodes via the app.
R3 Met Correct resolution path conf 90%
Agent follows standard MX6200 mesh‑node troubleshooting path; no warranty dismissal or inappropriate escalation.
Technical Accuracy
T1 Met Technically accurate info conf 95%
Agent asks for light colors, identifies one node solid blue, the other blinking, and bases next steps on those observations.
T2 Met Appropriate tools / resources used conf 90%
Use of the Linksys app to add nodes and rename Wi‑Fi is appropriate; no required tool was omitted.
T3 Not Met No misinformation conf 100%
Agent incorrectly tells the customer to wait for the node to turn “solid red” (should be solid white).
Communication
C1 Met Clear & professional language conf 90%
Agent structures the call with clear steps, keeps the conversation on track, and moves smoothly from reset to add‑node process.
C2 Met Confirmed understanding conf 90%
Agent uses simple, non‑technical language (e.g., “press and hold its reset button,” “solid blue”) and checks understanding.
Customer Ownership
O1 Met Ownership & empathy conf 95%
Agent stays on the call, completes the troubleshooting without transferring, and follows through to completion.
O2 Met Proactive follow-through conf 93%
Agent gives realistic timelines (e.g., “four to six minutes”) and clear next steps (wait for solid white, then relocate nodes).
O3 Met Closure confirmation conf 90%
Agent acknowledges prior successful setup and uses the serial number already provided, avoiding unnecessary repetition.
Escalation Judgment
E1 Not Applicable Correct escalation decision conf 100%
No escalation was made and none was required.
E2 Not Applicable Escalation prep & handoff conf 100%
No escalation occurred; therefore execution cannot be assessed.
Customer Experience
X1 Met Customer effort minimised conf 90%
Agent thanks the customer repeatedly, says “you did great,” and maintains a courteous tone throughout.
X2 Met Tone & rapport conf 90%
Agent matches the customer’s pace, repeats instructions when needed, and keeps the dialogue friendly.
X3 Met Overall experience conf 90%
Agent handles resets and app navigation for the customer, avoiding extra steps or repeated information.
Call Transcript54 turns · 55 lines
Speaker 1
Welcome to Cisco up yes I'm trying to uh set up a new Wi-Fi network but it's not working for me Yes it's um 58 w 10 M as in Mary 20
00:00
Speaker 2
Okay.
00:00
Speaker 1
7 Lewis and David 0 7 1 5 5 is zero seven one five five yes correct yes yes
01:00
Speaker 2
Let me repeat again the serial number is 58W TNM. 27D 701. That's correct. 07155. All right. So your linked device, products are model MX6200 and you have three of these linked device products.
01:00
Speaker 1
I have three, I have three, three, three, three towers. No, I've set it up before. I have, I have, I have set it up before and it worked just fine. And then I was, I was just messing with the Linksys app and for whatever reason it disappeared on me or I might, I must have deleted it by mistake or something. Well, the main tower, the mother node is it is is white. It's solid white. [silence]
02:00
Speaker 2
Right. So this is the first time you're setting it up or you've already set it up, but. All right. So what's the status now of your linksys product? What's the light color? Mhm. What the two child nodes are, what's the color?
02:00
Speaker 1
It's, uh, Blue, solid Blue. Yes, correct. Yeah. I'm in the Nickless app right now. The one that I had before, or the one that's, uh, that says, uh, setup? Yes, yes, correct. Yes, correct.
03:00
Speaker 2
So, you have the Linksys up on your phone right now? Okay, can you log on to the Linksys app? Go to your dashboard. Mhm. So, what is your Wi-Fi name? Sir? The one that you're setting up, is it Velop Setup? Okay. EhC? Your Wi-Fi name? Okay. And on the dashboard, it's showing only one node connected and offline.
03:00
Speaker 1
Correct. Yes. Uh, one of them is, I think you can bring the other one. Oh, okay. Uh oh. Okay, let me, let me uh, get after all of this. Sure. Okay, okay, that's good. Uh, what are you doing? I'm looking at the next uh, I would say figure.
04:00
Speaker 2
Is that correct? So, the two child nodes you have, are they beside your parent node? You need to bring those two, because we're going to add them first. You can only relocate them once we added them. So bring those two child nodes near your parent. [silence]
04:00
Speaker 1
All right. I got both of them here near near the mother node. So one of them is solid blue and the other one I just plugged it back in and it's blinking blue right now. Correct. Yes. Yes. Okay. [silence]
06:00
Speaker 2
okay I think it's still booting up. Right? uh that two channel uh they're also model MX-6200 right? Okay. So, on on your up. Oh. Tap on the menu icon. The three horizontal lines on your lynx app.
06:00
Speaker 1
Okay. Okay. So set up a new Wi-Fi network. Oh, it's a new product. Okay. Okay. Let me just let me change this. Okay. Hold on. Please. It says get in router settings, so I need to okay, I'm in the next app. Then go where? Go to set up a new product. Okay, all right. I'm there. Add a node to device setup. See.
07:00
Speaker 2
Once you... select the Setup a new product. No, Setup a new product. um select add another um Setup . Yes. [silence] And um [silence]
07:00
Speaker 1
Now up, uh, uh, uh, uh, uh, question for you, can I rename that? The development? Okay, got it. All right, so it says, uh, okay, plug, it says plugged in, nodes into power near the router. Okay, so click on next. Okay, to make sure everything has finished starting up. The light will blink, the light will blink while starting up and turn solid when it's ready. So, one of the done. Yes. Okay, one of them is solid blue.
08:00
Speaker 2
Yes. Add a note. Develop setup etc. Yes. You can rename that. Uh once yeah we can rename that. Uh let's add first your two child nodes. Okay, just click next. Okay, can you check first before that? Uh Hector. Can you check first uh your two child nodes if they're all solid blue like now?
08:00
Speaker 1
The other one is, is it blinking red right now? Do we need to wait for it to have one? Okay, alright, let me turn it you right now, um, Okay, so, Okay, I'm doing it. Okay, there we go, Okay, okay. Okay, it's on the blue now. Okay, so both, uh.
09:00
Speaker 2
Can you change the reset? Yeah, can you reset that one that's blinking red? Can you press and hold its reset button? The dot that keeps blinking red? Press and hold its reset button. Once the light goes off, let go. And then just let's wait for its light to return. Uh, hopefully it's turn solid blue. Uh, is it or is it blinking?
09:00
Speaker 1
Oh, it's blinking blue right now. Hold on. Yes, blinking blue. You're right. Okay. Okay, [silence] Got it. Got it. We'll wait for this to turn solid blue then. Okay, got it.
10:00
Speaker 2
It should be blinking, blue for yes. It's still a booting up. Yeah. But it's still booting up. So, it would take time once we get a solid blue light, or we can proceed with the linkest up. Yes, because the app requires that all the nodes should have a solid light. So, it means they are ready to be set up. And for the nodes light to be ready, they have to have a solid blue light. And editing your Wi-Fi name once with [silence]
10:00
Speaker 1
Right. Okay. Can they also change the password? Okay. Okay, great. Yeah. I'm up. Okay. Okay, so both lights are blue now. Okay. It said looking for child nodes.
11:00
Speaker 2
add your two notes, you can just go to the Wi-Fi settings on the app and then just tap on the field then you can edit the name there and then save the settings. It will change your yes, you can also change your password. You can change your Wi-Fi name. You can change your Wi-Fi password. Just make sure you always, yeah, just make sure to always save the changes you made and then just wait for the router to update the settings that has been changed. Okay, so proceed with the app. Click on next. node light is solid. Okay. So, your burn note should
11:00
Speaker 1
one of them started going uh white now it's white okay okay so
12:00
Speaker 2
be scanning for the two child nodes once the two child nodes are detected their light should start blinking. Yes. So, just check on those two child nodes because their light should start blinking. Okay, that's good. So, one child node is detected. In time its led should turn solid white. Once it turns solid white, it means it's already added as a child node to your parent trunk.
12:00
Speaker 1
The other one. The other one is now blinking white now as well. So they're both blinking white. Yep. [silence] So okay. Let's see here. Yes. That's it? Yes, at FBC Global.net, right? [silence] Uh, yes.
13:00
Speaker 2
Okay. Okay, that's good. So we'll just have to wait patiently for your light to turn solid red. So uh let me just confirm, your name is Hector Rivera. And your email address is me. Memociber@SBC.global.net. I mean SBCglobal.com. No. Yes. On your internet service provider is still the same? AT&T.
13:00
Speaker 1
Okay, they're still blinking white right now. So they're still, they're still connecting, right, they're still being set up. [silence] [silence]
14:00
Speaker 2
Okay, that's good. Yeah, they're still configuring themselves. As the app says, it will take four to six minutes to configure themselves. But you don't have to worry, because when they started blinking, it means they're already detected by your parent node. So, it's just a matter of time, they will turn solid white.
14:00
Speaker 1
one of them is already solid white. and the other one, the other one's still, the other one. Okay, the other one is solid white. What it says. It says we didn't find.
15:00
Speaker 2
okay, that's good. It means they are already configured successfully and added as a child node to your parent node. So you can now relocate those two child nodes.
15:00
Speaker 1
they said, we didn't find any notes, try again or troubleshoot. [silence] Next. Okay. [silence] Okay, so I clicked on next. [silence] And uh, my screen on my on my on my link to this app went they blanked out on me. There nothing showing on my screen anymore. [silence] Oh, there it goes. Now, now it's coming back. [silence] Oh yeah, there you go. Now it says its that's three. Now it says three. Now it says three nodes.
16:00
Speaker 2
Okay, uh, you can just, uh, proceed next, because you only have two nodes. So, yeah, next. You only have two nodes. So this, uh-huh. Uh huh. It's, it's, mm-hmm. yeah. So your two nodes are already added to your parent nodes. They're now connected and online. You can relocate them back to where you originally placed them. Now going back to your W compatible.
16:00
Speaker 1
Yes. Okay, so... okay. Let me see here. All right, let me see here. Okay, so I'm back. Where it says it has developed setup APEEC, do I click on the little icon with three with three horizontal lines?
17:00
Speaker 2
[silcence]
17:00
Speaker 1
Yes, and then click on wifi settings? Okay, wifi settings, okay. And is it the wifi name? I'm going there and change it, right? And same thing for the password. Okay. Okay. Okay, so let me, let me change my, my name here. Okay, we'll see here. and
18:00
Speaker 2
horizontal line and then select Wi-Fi. Yes. Okay. Just, yeah, just top on that field and then you can edit the name. Yes. uh, just top on the field on the Wi-Fi password.
18:00
Speaker 1
No, this is the second time. So it says, starting your Wi-Fi, this could take up to a minute. Okay. Perfect, perfect. Okay.
19:00
Speaker 2
By the way, Hector, is this your first time setting this MX6200, or is this the second time? Yes, so just wait because your router is saving the settings you've made or the changes you've made. And it will prompt a message once the changes have been applied. And it will tell you to reconnect again to your Wi-Fi because since you have changed your Wi-Fi name, so... [silence]
19:00
Speaker 1
Okay. Different. Okay, got it. Okay. Okay, got it. So, once once I see the message, I can relocate the the child nodes. Right. So, I just started doing that right now. Do you need any wait until everything is is is reconnected? [silence] .
20:00
Speaker 2
Developed up uh wi Fi name that you're connected to will be temporarily disconnected, so you will have to reconnect again. Yes, so just wait for the message from the app. Just want to check Mhm. Yes, once you see the message, you have to reconnect back to your wi Fi name, the new wi Fi name you created. Once you're connected, then that's that's it. Uh your wi Fi name is set up and online. Then you can relocate your two child nodes. Uh you have to wait because your wireless controller is initiating setup of the new Wi Fi. will be temporarily disconnected, so you have to connect back to the Wi Fi name you created. Once you connect, your Wi Fi name setup is set up and online, so you have to relocate two child nodes. [silence] [silence] [silence] [music] [music]
20:00
Speaker 1
Okay, God, God. No, it still says restoring your Wi-Fi. Okay, let me see here.
21:00
Speaker 2
Your router, yeah, your router is saving the changes. Check on your phone or Wi-Fi settings if you can see the Wi-Fi name you created and it may have saved the changes you've made.
21:00
Speaker 1
change. Okay, so I, I see the, I see the new Wi-Fi name there. Okay. Okay. Yeah, I'm, I'm, I'm trying to connect to this.
22:00
Speaker 2
Okay, try to connect to it. If you can connect to it, and type in the Wi-Fi password, since you also added your Wi-Fi password.
22:00
Speaker 1
Connect to Router. do you want to log out. are you log out. you want to log out. some of them. getting Router settings.
23:00
Speaker 2
You're connected to its already, uh, check, your parent node's uh, light, is it blinking, or, is it solid white, [silence]
23:00
Speaker 1
okay, Yeah, I'm okay so there's uh three nodes, yeah, they all look good. oh Yeah, now, yeah, so yeah, the wife, name changed from uh signal strings, Yes, it's okay. uh, yeah, I'm Ross Fowler white, I went to the lynx is lynx is App, and it says signal strength zero dBm. is that good or bad? [silence]
24:00
Speaker 2
And the Wi-Fi name also have change. Okay, that's good. So, check on your two child nodes if they're like, stay solid white. That's good. 0 dBm means it's an excellent signal strength.
24:00
Speaker 1
Oh. Oh, okay. Okay. So now I can. Okay. Uh-huh. Okay. Okay. Yes. Uh, no. I say, they should just reconnect when I, um, reconnect from right. Okay. Sxt. I wanna go in there and sit there.
25:00
Speaker 2
Unless you get a negative 70, negative 80 DBM, that means you're getting a low or poor signal strength. So, 50 below is a good signal trend. So, you can now relocate those two child nodes since they've already added and, since you've already changed your wifi name, everything is good now. Hector, no other concerns? Yes, your devices should reconnect to the new wifi name you created. Once you relocate.
25:00
Speaker 1
Oh, hello. Hello. Good to go. Um, ro- Right? [silence] I [silence] don't think he's done Okay, Great, well thank you very much, folks. Well, all on let me get it and let me get a hold on it. OK. Thank you, again. What is it? OK. OK. OK. Let me repeat it to you. It's at L as Lima, T as Tango, S as Sam. My name is L as Tango L as Lima, Sigma R as Romeo, Sigma as Sam, T as Tango, A as Alpha, W as W
26:00
Speaker 2
you're welcome. in my pleasure to assist you. yeah. so it's L for Lima T for Tango S for Sierra 0 0 136 0 8 1.
27:00
Speaker 1
0-0-0-1-3-6-0-8-1 all right, well, thank you very much for help really appreciate it we got it got it thank you very much thank you too take care bye-bye
28:00
Speaker 2
Yes, that's correct. So, if there's any other issues regarding your routers, you can always call us back and use that ticket number as a reference. Okay? All right. You're welcome. Uh, you did great also, following the instruction. I think you can do the troubleshooting steps, uh, on your own, if your nodes get disconnected again, because you only have to use the Linksys app. So, it's just one tap on the app. Uh, and you could do the setup or adding nodes, okay? So, thank you for calling Linksys, Hector. Take care. Have a great one. You're welcome. Goodbye. Bye. [silence]
28:00